Customer Service Representative

Dawson's Electric & Air; Raleigh (NC); On-site; USD 37,440 - 50,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) matching

Paid Time Off

Paid Holidays

Pet Insurance

Job summary

Dawson's Electric & Air in Fuquay-Varina, NC, is seeking a full-time on-site Customer Service Representative to be the first point of contact for customers and to coordinate with our dispatchers, electricians, and HVAC technicians to schedule service. You will ensure smooth, professional experiences from initial call through follow-up.

This role emphasizes multi-tasking in a fast-paced environment, data accuracy in our scheduling system, and after-hours support, with pathways for growth and

Qualifications

• 1-2 years of customer service experience.
• Experience with ServiceTitan or other home services CRM platforms preferred.

Responsibilities

• Inbound Calls: Answer customer calls with professionalism and care, gathering necessary details to schedule service.
• Outbound Calls: Proactive follow-ups to confirm appointments and recalls on estimates.
• Happy Calls: Follow up post-service to ensure satisfaction.
• Technician Coordination: Coordinate with electricians and HVAC technicians to align customer needs with schedules.
• Data Management: Maintain accurate notes in scheduling system.
• After-Hours Support: Rotate in after-hours shifts for emergencies.

Skills

Inbound Calls

Outbound Calls

Data Entry

Interpersonal Skills

Customer Service

CRM Familiarity

Tools

ServiceTitan CRM

Scheduling Software

Job description

Your Peace of Mind is our Priority

Dawson's Electric & Air | Your Peace of Mind is Our Priority

At Dawson’s Electric & Air, we believe peace of mind starts with a team you can count on, and that includes you. We're a locally owned and operated electrical and HVAC service company serving the Triangle area, and we're looking for a friendly, dependable, detail-oriented, full-time, and on-site, Customer Service Representative to join our office team.

This is more than a call center job, you’ll be an essential connection between our customers and our electricians and HVAC technicians, helping ensure every job starts (and ends) on the right foot.

Your New Role

In this role, you’ll be the first point of contact for our customers, making sure every experience—from the initial phone call to post-service follow-up is smooth, helpful, and professional. You’ll work closely with customers, our dispatcher, as well as our electricians and HVAC technicians to ensure jobs are scheduled efficiently and customers are kept in the loop. This is a full-time, on-site position at our Fuquay-Varina office.

Key Responsibilities

• Inbound Calls: Answer customer calls with professionalism and care, creating a strong first impression and gathering all necessary details to schedule service appointments accurately. Address questions, concerns, and requests in a timely and helpful manner.
• Outbound Calls: Make proactive follow-up calls to confirm appointments, follow up on open estimates, and help fill the job board. Reach out to past or pending customers to schedule services and secure work for our electricians and HVAC technicians.
• Happy Calls: Contact customers after their service appointments to ensure everything went smoothly, confirm satisfaction, and resolve any remaining questions or concerns. These follow-ups help us maintain five-star service and build long-term customer relationships.
• Technician Coordination: Communicate daily with electricians and HVAC technicians to align customer needs with technician availability. Help coordinate schedules and ensure everyone has the information they need to succeed in the field.
• Data Management: Maintain accurate, up-to-date notes and job information in our scheduling system to keep operations running smoothly and transparently.
• After-Hours Support: Rotate in after-hours shifts for emergency support.

What’s In It For You?

• Competitive Pay: $37,440 - $50,000 annually, with performance-based bonuses.
• Comprehensive Benefits: Medical, Dental, Vision, 401(k) matching, PTO, Paid Holidays, and Pet Insurance.
• Growth & Training: Continuous learning and development with clear paths for career advancement.
• Work-Life Balance: Flexible scheduling and an open-door policy that respects your time and input.

Why You’ll Love It Here

At Dawson's Electric & Air, family values are at the core of our culture. We promote from within, celebrate hard work, and offer a supportive environment where each team member is more than just a cog in the machine. Here, you’re part of something bigger, a team that values you and the impact you make daily.

• Experience with Electrical or HVAC trades preferred
• Experience using ServiceTitan or other home services CRM platforms preferred
• 1-2 years of customer service experience
• Strong communication and interpersonal skills
• Ability to manage multiple tasks in a fast-paced environment
• Must be comfortable making outbound calls to Service Techs in addition to taking inbound service calls
• Proficient in data entry and record-keeping
• Ability to build and maintain positive customer relationships
• Basic understanding of service technician roles and processes
• Valid driver’s license and authorized to work in the U.S.
• Ability to pass a drug and background check

Dawson's Electric & Air is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.

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